In your first full day of training, we’ll dive into our KAM Process, grounding users in the overall approach to Key Account Management. We often do this the day after your Assessment Workshop, creating a 2-day Kapta immersion that drives internal engagement and catalyzes the change management process.
- Identify what we know about our customers—and what we should know
- Perform initial customer segmentation
- Learn the power and potential of a SWOT Analysis
- Create the Account Story:
- Who (Contacts, Org Chart)
- What (Account Details, Products)
- Why (Voice of Customer discovery, SWOT)
- Outline what the KAMs will be responsible for
- Identify Milestones for the Account Management team (Internal)
- Identify Milestones for the Customer (External)
- Create templates for Account Plans
- Outline Best Practices for day-to-day (i.e. entering notes, emails, weekly account summaries)
- Determine Inputs and Outputs (Reporting)
- Create accountability measures and outputs with internal team, leadership and customers
- Brainstorm internal and customer KPIs
Once we’ve grounded the full team in our KAM Process, we’ll provide End User Training. This is done in one, 2-hour, onsite session plus 2 online sessions of 90 minutes each.
- Deep-dive training for administrators and power users
- Engaging, hands-on system training provided to end users
- Online and onsite training available
- Reinforcement training to keep the momentum going
Keys to success as you learn to use Kapta:
- Come prepared. Get the right people in the room at the right time, and make sure you’ve done any pre-reading we send. (We’ll make it as painless as possible, we promise.)
- Get engaged: Be ready to make specific commitments about habits and behaviors that will drive results for you and your customers.
- Trust the process. Kapta is intentionally methodical. This helps with change management, and builds good habits from the outset so things run smoothly for the long term.
- Celebrate success. Kapta gives you lots of opportunities to recognize achievement, track progress, and celebrate wins, big and small. Take those opportunities and watch your team—and your customers—get even more engaged.